Credit Control Administrator

The University

At Durham University we are proud of our people.  A globally outstanding centre of educational excellence, a collegiate community of extraordinary people, a unique and historic setting – Durham is a university like no other.

Across the University we have a huge variety of roles and career opportunities, which together make us a large and successful community, which is a key hub of activity within our region and nationally. Whether you are at the very start, middle or end of your career, there is a role for you. We believe everyone has their own unique skills to offer. 
 

We would be thrilled if you would consider joining our thriving University.  Further information about the University can be found here.

Find out more about the benefits of working at the University and what it is like to live and work in the Durham area on our Why Join Us? - Information Page.

The Role and the Department

Financial Transactional Services represents the larger part of the Finance Department including Credit Control, Accounts Payable, Accounts Receivable, Student Services, Fixed Assets and Financial Accounts and Cash Management functions.

The role of Credit Control Administrator sits within the Credit Control team and will report to the Credit Control Assistant Manager.  The purpose of the role is to support the team in delivering all aspects of credit control across the University.  This will include ensuring the Universities debt policies are adhered whilst dealing with student/customer accounts.  Answering phone calls and responding to written correspondence in relation to overdue accounts.  Liaising with internal departments regarding overdue debts to ensure our records are accurate.  Discuss and agree alternative payment plans where this is permitted.  Assist in the preparation of debt files for referral to debt collectors.

The role will involve working with all levels of staff across the University and close liaison with our student billing team, Treasury team and accounts payable team.

This is a hybrid role so will involve a minimum of 2 days in the office each week.

From early 2025 the base location for this role will change from our Durham City Centre site to our exciting new professional services hub based at Boldon House.  Boldon House is situated on the outskirts of Durham near the Arnison Centre in Pity Me. Boldon House will bring several professional services teams together in a vibrant office environment which supports collaborative working and is designed to embrace hybrid working. To find out more about this project, please visit this webpage: Boldon House – Durham University. 

Working at Durham  

A competitive salary is only one part of the many fantastic benefits you will receive if you join the University: you will also receive access to the following fantastic benefits: 

•    27 Days annual leave per year in addition to 8 public holidays and 4 customary days per year – a total of 39 days per year.  The University closes between Christmas and New Year 

•    No matter how you travel to work, we have you covered.  We have parking across campus, a cycle to work scheme which helps you to buy a bike and discount with local bus and train companies.

•    Lots of support for health and wellbeing including discounted membership for our state of the art sport and gym facilities and access to a 24-7 Employee Assistance Programme.

•    On site nursery is available plus access to holiday camps for children aged 5-16.

•    Family friendly policies, including maternity and adoption leave, which are among the most generous in the higher education sector (and likely above and beyond many employers).

•    There is a genuine commitment to developing our colleagues professionally and personally.  There is a comprehensive range of development courses, apprenticeships and access to qualifications and routes to develop your career in the University.  All staff have dedicated annual time to concentrate on their personal development opportunities. 

•    The opportunity to take part in staff volunteering activities to make a difference in the local community

•    Discounts are available via our benefits portal including; money off at supermarkets, high street retailers, IT products such as Apple, the cinema and days out at various attractions. 

•    We offer generous pension schemes. 

Discover more about our total rewards and benefits package here.

Durham University is committed to equality, diversity and inclusion.

Our collective aim is to create an open and inclusive environment where everyone can reach their full potential and we believe our staff should reflect the diversity of the global community in which we work.  
As a University equality, diversity, and inclusion (EDI) are a key part of the University's Strategy and a central part of everything we do.  We also live by our values and our Staff Code of Conduct.  At Durham we actively work towards providing an environment where our staff and students can study, work and live in a community which is supportive and inclusive. It's important to us that all of our colleagues are aligned to both our values and commitment to EDI.

We welcome and encourage applications from members of groups who are under-represented in our work force including people with disabilities, women and black, Asian and minority ethnic communities.  If you have taken time out of your career, and you feel it relevant, let us know about it in your application.  If you are a candidate with a disability, we are committed to ensuring fair treatment throughout the recruitment process. We will make adjustments to support the interview process wherever it is reasonable to do so and, where successful, reasonable adjustments will be made to support people within their role. 

What you need to demonstrate when you apply
   

To be considered for this role, here are the skills/experience we're looking for:
   
Qualifications/Experience
1.    Five GCSE's at least Grade C or level four (or equivalent) including English Language and Mathematics or equivalent experience.

2.    Experience of working in a busy office environment, preferably within a large organisation with credit control experience, delivering front line administrative services, across a high volume of transactions & queries.

3.    Experience of communicating effectively with customers (in person and in writing) including experience of telephone collections.

4.    Demonstrable ability to proactively work with team members to ensure the delivery of high-quality services.  

5.     Experience of working on the front line with service delivery, and the ability to work under pressure and meet tight deadlines without compromising on quality.  

6. Experience of large ERP system, such as Oracle/ SAP

Skills/Abilities/Knowledge

7.    Excellent oral and written communication skills including the ability to draft routine credit control correspondence, and a good telephone manner.

8.   Ability to develop effective working relationships, both internally and externally to effectively network and exchange advice and information for development purposes. 

9.   Ability to be assertive and persuasive with good negotiation skills.

10.  Ability to deal with difficult conversations and diffuse confrontational situations over the phone and in person.

11.    Ability to solve problems as part of a team and resolve issues, plan solutions, and make pragmatic decisions.  

12.    Demonstrable ability to provide advice and guidance to a range of customers and colleagues.   

13.    Strong digital competence with demonstrable skills in using core digital tools including internet, email, digital communication tools, Microsoft 365 applications, digital booking system, project planning. 

14. Experience of working with debt collection agencies and preparing cases for referral.

Evidence of personal development to maintain skills.    

Desirable Criteria

 16. Knowledge or experience balance sheet reconciliation.

17. Experience of working within the higher education sector.

How to apply

To progress to the assessment stage, candidates must evidence each of the essential criteria required for the role in the person specification above.  Where there are desirable criteria we would also urge you to provide any relevant evidence.  Please don't forget to check if there is any weighted criteria (see above).

While some criteria will be considered at the shortlisting stage, other criteria may be considered later in the assessment process, such as questions at interview.  

Submitting your application 

We prefer to receive applications online.  We will update you about your application at various points during the process, via automated emails from our e-recruitment system. Please check your spam/junk folder periodically to ensure you receive all emails 
 
What you are required to submit:

•    A CV 

•    A covering letter which shows examples of how you meet all of the criteria within the Person Specification  

Contact details 
If you would like to have a chat or ask any questions about the role, Gemma Waggott would be happy to speak to you. She can be contacted via email at or telephone

Typical Role Requirements

Here are the kind of activities that you'll be asked to undertake and ways in which you'll be expected to operate.

Service Delivery

•    Show a commitment to equality, diversity and inclusion and the University's values.

•    Provide an excellent and timely service to our students, your colleagues and anyone else you come across as part of your role.

•    Use your experience and problem-solving skills to resolve routine issues with things relevant to your role such as payment queries and provide information and updates to help your team find solutions.

•    Collect, organise and record data and information accurately and provide reports as required.

•    Promote positive wellbeing arrangements which benefit you and your team.

•    When carrying out your role, use and apply relevant professional and regulatory standards [e.g. data protection] when managing data.

•    Use standard office-based devices and applications such as word, excel and power point to deliver services.

•    Update guidance on standard operating procedures followed by the team.

•    Assist in arranging team meetings and room bookings for the credit control team.

Teamwork

•    Resolve queries and respond to requests for information and advice and bring any complex issues to the attention of more experienced team members.

•    Help your team organise and provide administrative services that support key activities undertaken within your service and contribute to team planning activities.

•    Help your team ensure that products and services are adapted in response to feedback and to meet changing demands.

Communication/Liaison

•    Seek feedback from students, staff and anyone else that you come across as part of your role on their requirements from your service to ensure that their reasonable expectations are being met.

•    Record information [e.g. changes in customer contact details] and respond to queries which you receive.

•    Liaise with staff in other areas, professional organisations and agencies to ensure that services are being delivered in an efficient and collaborative way.

•    Liaise with external suppliers, contractors, specialists and service providers to plan the delivery of services and events.

•    Provide support for meetings, working groups and committees, such preparing and sending documents for meetings, drafting reports and taking minutes.

•    Any other reasonable duties.

 
Please note that in submitting your application Durham University will be processing your data. We would ask you to consider the relevant University Privacy Statement Privacy Notices - Durham University which provides information on the collation, storing and use of data. 
 

When appointing to this role the University must ensure that it meets any applicable immigration requirements, including salary thresholds which are applicable to some visas.